SDF-67564: Revamped request history: Option to filter and sort history details of a request using various fields such as status, priority, mode, impact, and level.

SDF-42517: Option to automatically close a request when approval is denied – i.e, if the approval status of a request is changed to the “Denied” state. This configuration can be done in Admin >> Request Closing Rules.

SDF-65212: Option to merge service requests.

SDF-65393: Email reply gets auto merged as conversation based on email header (in-reply-to header). This feature is enabled by default .It can be disabled through the Globalconfig Table in the database. [Parameter=AppendOnRequestReferences].

SDF-63883: Live Chat for Users: Allow requesters to have a quick chat with technicians easily.

SDF-65278: Advanced analytics integration for ServiceDesk Plus now offers reports and dashboards on change management module. In this update you will get-